Field Integrated Solutions Implementation Specialist

Xplor • Denver, CO

12d • Remote

About The Position

Join our Xplor Pay vertical as a Field Integrated Solutions Implementation Specialist to make a real impact every day. We say that because we know that every conversation we have, every line of code we write and every interface we design is another opportunity for us to enrich our customers’ experiences. Reporting into the Director, Field Integrated Solutions (FIP) , this position is responsible for helping new customers get their business optimally set up on their platform(s), trained on its use, and ensuring their onboarding journey is as easy and simple as possible. In this role, you will provide high quality service to small to medium size businesses across all industries ie: restaurants, retailers, professional services and similar businesses. You will do this via various communication platforms, including phone and email, to internal and external sales and partner channels, managing post-sales processes for merchants using strong product knowledge, relationship-building, and project management skills, while upholding Xplor Pay's values. You will be on the frontlines of driving adoption for new and existing merchants.

Requirements

• Minimum of 2 years related experience providing technical and customer implementation support preferably in the technology/SaaS industry utilizing omni-channel communication
• High School Diploma required

Nice To Haves

• College Degree preferred
• 1-2+ years of experience in an onboarding or implementation role, ideally in a similar SaaS or technology business
• 1+ year of project management and workflow management skills
• 1+ Experience using a CRM to manage the onboarding/implementation process, ideally Salesforce
• Technical aptitude – quick to learn new software, and proficient with data work
• Experience working independently– willing to experiment, escalate, learn and communicate to ensure the job gets done well
• Knowledge on Xplor Pay-powered Xplor BMS and 3rd party products offered by Xplor Pay

Responsibilities

• Coordinate internally between the Sales, Onboarding, Activations, Support, Product, 3rd Party Vendor teams to provide customers with a single point of contact
• Act as a trusted advisor for new and existing merchants by guiding them through the implementation and adoption of the full Xplor Pay product suite
• Collaborate with the pre-sales (FIP) and sales teams (Direct) during the customer’s transition to the post-sales team
• Work with the data team to migrate data across from other systems during the initial onboarding
• Project management of the customer's schedule and onboarding timeline according to go-live date
• Coordinate and communicate with Customer and Installer expectations to ensure a smooth installation and onboarding
• Proactive outreach to assigned customers regarding any known product issues or updates
• Simultaneously manage multiple customer implementations and prioritize effectively to ensure on-time go-lives that meet all the customer’s specifications
• Exercise attention to detail and technical proficiency to ensure implementations are successful
• Become a subject matter expert in applicable software equipment and system functionalities
• Work closely with the sales and product support teams to successfully resolve escalations during the installation process
• Stay current on new product enhancements and updates and apply necessary changes to the installation and training process
• Works across internal teams to address issues or gather information necessary to support a successful installation and improve installation processes
• Oversee and/or load merchant menu builds into applicable POS as defined by the customer, as required
• Educate merchant on applicable software system functionality by providing a complete overview of system capabilities and benefits, as required
• Provide technical guidance to help customers use the system successfully, as required
• Guide the customer and onsite installation team (where applicable) through the installation of the software and equipment
• Perform test transactions and train merchant on Virtual Terminal to confirm payment set-up is operating successfully, as required
• Ability to educate the customer on how to access Merchant Portal and provide a high-level walk through and explain Merchant Compliance programs - PCI/SAQ and how these are supported, as required

Benefits

• Paid Parental Leave benefit programs
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Access to free mental health support
• Flexible working arrangements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED